Who we are About Stripe
Stripe is a financial infrastructure platform for businesses. Millions of companies - from the world’s largest enterprises to the most ambitious startups - use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career.
About the team
As part of our growing, global Product Support team, you will be a critical driver in delivering exceptional user experiences. This role goes beyond basic troubleshooting—it's about using your technical expertise, analytical mindset, and project management skills to strategically improve our support systems, processes, and product quality.
What you’ll do
You will take ownership of complex, technical user issues and work on resolving them via email, developing product expertise, and contributing to the optimization of our support processes. Your role will involve direct user interaction, collaboration with cross-functional teams, and participation in projects aimed at enhancing our support operations for our Greater China users.
Having an understanding of SQL and APIs will allow you to effectively work with cross-functional teams, analyze data to inform decisions and propose solutions that drive operational efficiency. You’ll participate in scaling support operations, creating better user experiences and pushing forward continuous improvements that align with some of Stripe’s key metrics such as Consumer Satisfaction (CSAT), Contact Rate and Service Level Agreements (SLA).
Responsibilities
- Analyze and troubleshoot complex technical issues through direct user interaction (email, phone) for our Greater China users, utilizing SQL to extract and interpret data, and leveraging your knowledge of API documentation.
- Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues.
- Contribute to the optimization of support processes to enhance efficiency and improve the overall user experience, incorporating data-driven insights and metrics.
- Participate in continuous improvement initiatives aimed at hitting key performance metrics such as Consumer Satisfaction (CSAT), Contact Rate, and SLA compliance.
- Assist in creating and refining documentation to empower users to resolve issues via self-service, reducing dependency on support teams.
- Collaborate and advocate with Product and Engineering to proactively improve the platform based on user feedback, ensuring long-term product reliability.
- Support cross-functional projects aimed at identifying inefficiencies in current processes and driving the implementation of long-term solutions.
- Contribute ideas and suggestions for improving user support strategies and operational processes
Who you are
We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.
Minimum requirements
- This role requires professional fluency in both written and verbal Mandarin. This role is responsible for analyzing and troubleshooting complex technical issues through direct user interaction (email, phone) for Stripe’s Greater China users.
- 1-2 years of experience in a customer-facing product support role, with a focus on troubleshooting technical issues.
- Basic understanding of SQL for data analysis and querying, with the ability to interpret data sets.
- Familiarity with API concepts.
- Strong problem-solving skills, capable of diagnosing complex issues and driving them to resolution.
- Excellent communication skills, both written and verbal.
- Ability to collaborate effectively with cross-functional teams and communicate clearly with various stakeholders.
- Willingness to work occasional weekends and holidays (with compensatory time off).
Preferred qualifications
- Experience in project management and interest in improving processes and workflows in support operations.
- Comfortable explaining technical concepts to both technical and non-technical stakeholders.
- Strong analytical skills with a passion for interpreting data to improve decision-making and outcomes.
- Interest in learning and working in technical environments.
